You have got to be prepared, because this is gonna happen.
If you have been in sales for more than 5 minutes you know that you are going to run across the person that is upset. Rightly or Wrongly, no matter what the circumstance turns out to be, you have to be able to handle this when it arises.
Before I really get going on this, I can tell you that once you find out that someone you sold your product to is upset, you had better jump right on it.
IF YOU LET THIS FESTER, YOUR CUSTOMERS FEEL IGNORED.
They also feel as though you were only there to sell them, and could care less about the product's performance. How the heck would you react? I could care less if the product was $5.00 or $50,000.00. No matter what it costs, if a customer feels wronged or ignored, they are going to be quite agitated with you.
If you are the type of salesperson, who is only concerned about the commission you are earning,
Would you mind just leaving the industry now.
I'M SERIOUS WHEN I SAY THIS!
These customers opened their wallet, because they trusted you. You are the strength in the deal. If you consistently ignore your customers you make the rest of us who are trying to get it right look like crap. I hate hearing the term, "oh that guy was just a typical salesperson." What the Hell? If someone is upset, it is our duty to the customer, the company we work with, and also to ourselves to make things right.
Are you getting this?
The best way to handle all of this is to make sure to be in contact with your customer after they have received your product or had the work done. You can thwart many a pissed off customer, by simply making a call or sending an email. How about sending a letter of gratitude to your customer, thanking them, that they decided to do business with you.
People still love getting HAND WRITTEN CARDS in the mail.
Most of all issues can be handled simply with communication, no likes being ignored, NOT EVEN YOU!!!
Think of how you would respond if your company just ignored paying commissions. WOULD YOU BE ANGRY?
Always remember, it actually is the customer you sold who is paying your commission. Here is what I always tell salespeople, EARN YOUR COMMISSION THROUGH TO THE END.
That means that if there are issues, get them handled!!
I want you to know that if there is an issue and it gets handled in the proper way, that customer will refer you out.
Isn't this is what it's all about.
I want to stop here for one moment, to express one thought. There are people out there, who no matter what you do,
YOU WILL NOT MAKE HAPPY.
It happens in your personal life and will happen in your career as well. When this happens, it has to be like water off of a ducks back.
If you have done all you can to satisfy your customer, and you are still left with someone who is not happy, then you can feel good that you have done all that you can.
I have been with customers before who literally have asked me to give them the product for free, after an installer was involved in a traffic accident, and they had to wait one more day to get the product installed.
I was threatened that if I did not give them the product for free "due to their inconvenience" they would make my life difficult. Most people are not like this, but I can guarantee you that at some point you will run across this person.
LET IT GO, DON'T TAKE IT PERSONAL,
I can guarantee you that you are not the first salesperson they have done it to.
Now, if you are dealing with a company who is
MAKING A LIAR OUT OF YOU, by not installing when they say they will, not delivering a product that is worth a crap, or generally just not caring about your customers,
then you have a serious decision to make.
I have left companies that I was earning great commissions with, because the fulfillment was deplorable. It made me feel terrible, that I sold someone something, that the company I was with would not stand behind.
How much is your integrity worth?
Always strive to do the best for your customers. I guarantee you, it will be reciprocated. Your customers will see this and will you refer you out to others.
There is no greater feeling in sales than to be referred to someone new, by someone you have sold something to.
YOU EARNED THEIR TRUST, AND THEY ARE REWARDING YOU BECAUSE OF IT.
Always do your best.
Da Bear